We are looking for a Support Specialist to provide responsive end-user assistance and act as a single point of contact for user requests across multiple applications and systems. You will analyze incidents, resolve or escalate tickets using ITIL-aligned practices, and help improve support documentation.ResponsibilitiesRegister and classify incoming tickets to ensure accurate categorization and prioritizationPerform initial triage, diagnose issues, and resolve incidents or escalate to higher support levels when neededHandle alerts, emails, and phone calls to maintain timely communication with usersMonitor application health checks and respond to signs of degradation or outagesCommunicate proactively with users and stakeholders on ticket status, next steps, and expected timelinesUpdate the knowledge base by identifying gaps and documenting new resolutions and troubleshooting stepsSupport reporting and ticket quality checks, analyze ticket trends,



and participate in support process reviews and team meetingsRequirements2+ years of experience in end-user support or service desk rolesStrong ticket triage and incident management skillsITIL-based support practices knowledgeIntermediate MS Windows knowledgeIntermediate Microsoft Office Suite knowledgeStrong analytical and research skillsExcellent phone and written communication skillsB2 Upper-Intermediate English proficiency (CEFR B2)Willingness to work non-standard shifts and a hybrid schedule when requiredNice to havePrevious experience in client-facing or technical support rolesITIL knowledgeBasic networking concepts knowledgeCloud platforms awarenessExperience with ITSM or ticketing toolsWe offerInternational projects with top brandsWork with general teams of highly skilled, diverse peersHealthcare benefitsEmployee financial programsPaid time off and sick leaveUpskilling, reskilling and certification coursesUnlimited access to the LinkedIn Learning library and 22,000+ coursesGlobal career opportunitiesVolunteer and community involvement opportunitiesEPAM Employee GroupsAward-winning culture recognized by Glassdoor, Newsweek and LinkedInEPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.
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📌 Middle Support Specialist (Guadalajara)
🏢 Epam Systems
📍 Guadalajara